Co-Operative Elevator

I have reviewed the response offer made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
I had talked with an operator prior to the renewal and talked about not signing up for another year because we at *** *** *** could not utilize the entire package as advertised by True LifeBecause we could not utilize the entire package as advertised we wanted outThe only notice as to the renewal came by way of an email that was not identified as being True LifeI did not look at this particular email because it was not identified as being with True LifeThe church paid to the full price for a whole year even though we could not use the service, I verbally told, and then later emailed them the responseTrue Life really made a promise that we as a church would be able to utilize all of the package but we could not and this was made known to them on several occasionsTrue life has not honored their part of the deal from the beginningThe problems were not addressed in the first year and so there is no reason to continueThe renewal notice came as an unmarked emailThey had a webinar, and on that webinar I talked with them again as having problems. I have called and talked with operatorsSo basically we are getting business cards for $As a church we tried their product with all their promises and they did not deliver what they advertisedThey deceived us by sending the renewal by way of an unmarked e-mail
Regards,
*** ***

*** *** *** *** *** ***), Pastor *** ***, initially enrolled on February 26, for $ The account automatically renews each year on the same day unless the subscriber cancels the service Per our Terms of Service that was agreed upon at the creation
of the subscription, subscribers are welcome to cancel their account with us at any time prior to their next scheduled billing date to avoid future paymentsThis is a simple process that involves calling our office at *** and speaking with one of our account managers over the phoneIf a subscriber does not cancel before their next scheduled billing date, as they were told and agreed to, their subscription will automatically renew and their account will be charged accordingly.A church is notified of the automatic renewal in three ways:The TrueLife.org/Join page says it is a yearly or monthly commitment and the potential client is also verbally reminded before they sign upSome forget this conversation but it is our protocol and many of these conversations are recorded. When a church enrolls, they must agree to our terms of service in order to sign up with usThis is done by clicking a check-box that says, "I agree to the terms of service." They agree to an automatic renewalAfter enrolling with us, our system sends the subscriber an email containing their original receiptMentioned in that email is a reminder that the account will renew in one year if the account is not canceledThere are also instructions on how to cancelOur payment processing system sent a reminder email to the email address, *** on February 19, at 10:AM EST, which served as a courtesy reminder of the upcoming renewal chargeThis email also provided instructions on how they could cancel their account, should they so desire.The account is billed at the beginning of the year, automatically, regardless of whether or not they have ordered more cards for the present yearA subscriber with TrueLife.org is entitled to a set amount of custom business sized invitation cards every months, but the account is active whether or not they are orderedThe subscription cost is a license fee to distribute information about their church to the public with our True Life TradeMarkThe cards are simply part of that package It is up to the account holder to utilize the services they are paying for.We are sorry this church is upset, but we have gone above and beyond to notify them that their account will renew each year

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
 
  In the latest True Life response I see for the first time that one can cancel after the renewal date, after three weeks. I didn't know that nor was I told. I don't know what magic words that were needed to cancel, but if the conversations were recorded as they say they were, then I would ask them to just make them public to the Better Business folks and let them see the exact words. However if True Life's version of recording is just writing down the part of the conversation that they deemed important, then they really don't have a recording. There were two phone calls speaking to the issue of not being able to utilize all of the program that True Life insisted that could be. And yes I'm positive on the program, it is a great program for a church that can utilize all of the bells and whistles, but we could not, and this was made known to True Life numerous times. The True Life program is great, the problem I have is the way that they interrupt one saying "no." I also went on the Webinar, and was speaking to an operator, when we got cut off. During this conversation I was again speaking to the fact that we would not be able to continue as we could not utilize the videos that they would send by e-mail. Without being able to show the videos in church, basically you are only getting a third of the program. I guess in this case we thought that this was a ministry and so we trusted them with our credit card information, only to find out that they are indeed a business. I think the best way forward is that if True Life has all of these conversations recorded in their entire content, lets get this out there, where all can see. True Life did not deliver on their promise that our church could utilize the entire program, but we went ahead and paid for that first year. I though I had communicated to them that we did not want to continue, because we could not show the videos. I told them before the "magic" renewal date, which again was not identified as being from True Life, but was a generic title "Your renewal date." I don't know of many people who answer generic titles, I don't. In all of my years of ministry I have never had any business with this kind of mentally , whereas if you don't say the proper terms, Like "May I" then you have to sign up for another year. We are a small church, with a small budget, we tried True Life, we paid True Life, we told them we want out and now we are being strong armed into paying for another year.
Regards,
[redacted]

Here is our rebuttal:As previously stated, every TrueLife.org subscription works on an automatic renewal.  This account holder claims to have spoken with someone at our company prior to the renewal date to discuss not renewing, but there is no record of this taking place.  All cancellations are recorded. There are other communications documented for this account. In fact, it is all positive. Our customer service team received compliments about the card design and received answers to his questions about the monthly videos. Also, our records indicate that the account holder ordered the first set of 1,000 cards on 3/10/15 and an additional order of 1,000 cards was placed on 9/21/2015. We have confirmation that 2,000 cards were sent to the account holder and record of the subscription being $299.Regarding the email notification for this customer, a reminder email was sent successfully to the email address.  The account holder claims that the email was sent by an unidentified email account, but that email is only sent by [redacted], and the subject heading was "Your Upcoming Subscription Renewal."   In addition to the renewal email, the auto-renewal is explained on the website while the subscription is being selected, in this case it is called a "Yearly Plan" on the website. Also, this plans requirements are stated in the Terms of Use which must be agreed upon at the initial enrollment, and the commitment is clearly addressed in the welcome email and the receipt with an explanation on how to cancel.  We also provide a three week money back guarantee and ability to cancel there subscription during the first three weeks of enrollment.Unfortunately, because the account was not canceled prior to the renewal date, it renewed.  If the subscriber does not fully use or desire to continue with the subscription, cancellation must happen prior to the renewal date. Again, in this case, we have no record of that cancellation request.